Senior Learner Support & Outreach Specialist (AI)

Location: Remote (US); early East Coast hours may be required to support learners in Europe.

Salary: $85,000–$110,000 annually, commensurate with experience and geographic location.

Company

hirify.global helps frontline employees and managers build career skills through enterprise certificate programs and learner support.

What you will do

• Guide new learners through onboarding and provide proactive, personalized support throughout certificate programs.
• Design and execute email, SMS, and phone outreach strategies to improve learner retention and completion.
• Monitor engagement metrics, evaluate intervention results, and refine support approaches using data.
• Support the refinement and development of AI-powered tools that provide faster, more accurate learner responses.
• Surface learner feedback, unclear messaging, and product issues to Marketing, Product, and other internal teams.
• Collaborate with Support, Program, Product, and Marketing teams to resolve learner-reported issues.

Requirements

• 3–5 years of experience in a high-touch, relationship-driven support role, including 1–2 years in a senior, lead, or mentorship capacity.
• Strong relationship-building, empathy, patience, written and verbal communication, and organizational skills.
• Ability to adapt communication across email, SMS, and phone and synthesize information from multiple clients or partners.
• Ability to analyze engagement data and learner feedback, identify trends, and use metrics to guide decisions.
• Proactive, self-directed approach with strong attention to detail.
• Availability for early East Coast hours as needed to support learners based in Europe.

Nice to have

• Experience training or tuning AI or chatbot tools, including refining prompts, responses, accuracy, or tone.

Culture & Benefits

• Remote-first culture with a transparent, social environment and meaningful feedback.
• Flexible paid time off, 13 paid holidays, and generous paid parental leave.
• Employer-paid medical, dental, vision, disability, and life insurance benefits, with partial dependent coverage.
• Health flexible spending account, Employee Assistance Program, wellbeing apps, and discounted pet insurance.
• Annual professional development budget, practical training, and company-provided laptop.
• 401(k) plan and work focused on improving learner outcomes and product quality.